Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements, and add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Hybrid in San Antonio, TX
#LI-AW2
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At Rackspace, we're looking for a dynamic Senior Manager, Customer Success to join our team in San Antonio, TX. In this role, you will provide strategic leadership to our customer service operations, ensuring that our pre- and post-sales services are top-notch. You'll manage customer retention efforts by resolving concerns and developing effective contact strategies. Your analytical skills will shine as you identify opportunities for improving service delivery, leading to enhanced customer satisfaction. You'll oversee the customer support team, drive process improvements, and liaise with various departments to address client inquiries related to production, billing, and delivery. By leveraging your expertise, you'll contribute to the profitability of our services and help maintain our high-quality, professional image in the industry. If you are a natural leader with a background in IT and customer management, this could be a fantastic opportunity to elevate your career while making a real difference for our clients.
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Founded in 1998, Rackspace provides multi-cloud computing solutions and services. Offering advising to customers based on business challenges, designing solutions, building, and managing solutions. The company is headquartered in San Antonio, Texa...
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